Customer service is such an easy concept, yet seems to be so difficult to deliver consistently for many companies and individuals. Poor service is my pet hate, no matter whether it’s from my local shop or a supplier that I deal with professionally and even more frustrating, is having to ask someone to do something more than once.
I love my job and putting my client’s needs first are my priority. What I do is unique, I only work for fit-out contractors and see myself as an extension (albeit freelance) to their team. I take care of everything relating to the project and keep them updated throughout the process, allowing them to focus on other things (whilst saving them money at the same time!)
Aside from the vast amounts of technical knowledge stored within my little brain, what I do isn’t difficult, it’s just common sense surely isn’t it? So, when a supplier lets my client down, I come up with a solution and if it means driving 50 miles up a motorway to collect a delayed doorframe, I will do it. If a fitter is unsure how to install something, I will help and advise them. If my client needs me to carry out a site visit and liaise with the main contractor for them, I will put on my steel toes and I’ll be there.
Yet so many companies and the people that work for them get it so fundamentally wrong. Individuals that are incapable of problem solving and thinking outside of the box, individuals that shy away from delivering unwelcome news and confrontation, individuals who refuse to accept blame and responsibility and worst of all, individuals who get by, by doing the bare minimum.
My husband often laughs at me and calls me “special” and I’m beginning to think he is right. Maybe I am “special” because I get excited by seeing lengths of aluminium and panes of glass turn into something aesthetically pleasing, safe and functional. That the first thing I think about when waking up is ensuring that everything is in place for the days’ work ahead. That my clients are all left happy and satisfied with my work and most of all that I care and take pride in what I do. And if that’s what he means by being “special”, I’ll take that.